Bunny Studio
The most diverse and widely-used online creative services platform available
Description
At Bunny Studio, we are looking for a highly motivated Junior Customer Experience Associate with a background in video animation, video production, or similar. The requirement is that you’re based in Latin America.
About Bunny Studio
Bunny Studio is the world’s only project fulfillment platform that provides over 50 end-to-end creative services. Powered by technology and run by humans, it works with the top 4% of global professionals to deliver voiceovers, writing, video, design services, and more in over 100 languages. With an extensive database of over 13,000 pre-vetted professionals, we back our risk-free policy with 24/7 support and lightning turnaround times. Our platform also renders developers and agencies unrivaled capabilities to scale their creative needs on-demand through its unique API integration. Our clients can always expect predictable outcomes, affordability, and ingenuity with Bunny Studio.
🐰 Our team: We’re currently with 74 people globally distributed. We come from different backgrounds; scientists, parents, designers, historians, engineers, writers, audio-visual producers, travelers, athletes, voice artists, pet lovers, and more. We’re all bunnies. As a collective, we refer to ourselves as the fluffle.
Read more about us here.
🌏 Our location: We’re a remote-first team. We work from Brazil, Nigeria, The Netherlands, The Philippines, Colombia, Argentina, England, and Uruguay, among other places. We don’t have an office.
🚀 Our launching year: We were created in 2011 during a hackathon and launched in February 2012.
💖 Our clients: We’ve partnered with more than 15,000 businesses to help them scale their creative needs over the years.
💸 Our investments: We’re a bootstrapped business. We grow our investment capacity by bringing more value to our clients.
About the role
As a customer experience associate, you’ll link clients and talents on our platform, paving the way to successfully completed projects.
Practicals
- You will report to: Juan Pedro Narancio, Customer Experience Lead
- Key dependencies: The Customer Experience team, as well as other Operations units (Pro Operations, Quality Control, and Sales).
- Location: you’re based in Latin America.
KPIs for this role
- Ensure projects are completed within given time frames.
- Ensure a high success rate for projects.
- Ensure 100% satisfaction in Customer Experience interactions with clients and talents – also known as Bunny Pros.
What you’ll do:
What you can expect on a day-to-day basis
- Promoting self-service by our customers to minimize their interactions with our Customer Experience team.
- Acquiring a good understanding of our product to help our customers adapt and adopt solutions to meet their needs.
- Ensure the smooth and efficient management of projects for our key accounts.
- Provide new insights and innovative suggestions for improvement to our Product team.
- Dealing with many unknowns for our newest creative categories and helping the team document the newest learnings, workflows, and processes to keep the bus factor high.
- Managing complex cases and dealing with frustrated and happy clients.
- Working with high levels of independence, we expect high levels of assertiveness from our team members.
Requirements
✨ We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you. ✨
You are a great person for the job if you:
- Are based in the LATAM region.
- Have strong English communication skills. C1 English level required.
- Audiovisual background is required. You should have knowledge of video animation, video production, or similar.
- Have high-level familiarity with web technology.
- Are crazy about self-development.
- A strong customer-centric approach
- Are able and willing to work in a highly diverse and multicultural team where various religions, ideologies, sexual orientations, ethnicities, and nationalities work together.
- Love managing difficult cases and solving problems for customers.
- Respond creatively to unexpected circumstances by turning these into opportunities for learning and growth.
- Don’t back away from unknowns, instead you approach them with curiosity and take charge to turn them into knowns.
- Have a critical mindset, not settling with the status quo, and always looking for ways on how existing processes can be done differently and propose options on how they could be optimized or automatized.
- Have adaptability skills and you’re comfortable working in an accelerated environment.
- Willingness to work in an environment that strives for honest and open communication at all times and you’re not afraid to engage in difficult conversations.
- You share our values (listed below) and work per those values.
- Are able to type with 10 fingers and are able to do it fast.
- Experience working remotely is considered a plus.
- Working knowledge of SaaS collaboration tools is a plus.
Career path
Once you pass your trial period of 3 months, we will agree on your tour of duty with a period of 2 years, which defines a successful working partnership explicitly: You assume the compromise of focusing your time and energy on our team to grow the company; we assume the compromise of investing in your personal and professional growth so that when the time comes for you to leave our team, you’ll have the tools, experience, and network to achieve equal success elsewhere.
The knowledge and experience you’ll gain may then enable you to perform any of the following roles, either at Bunny Studio or somewhere else:
- Bunny Pro Associate
- Senior Customer Experience Agent
- Transition to the Sales team
💰 Compensation
The salary for this role will be $15,943.53.
At Bunny Studio, we strive for equality amongst all our team members and actively ensure fair, unbiased compensation and fair pay along with competitive benefits. We’ve built a salary calculator that considers experience, skill level, and geographical location variables. Consequently, we ensure that peers at the same level get paid the same; hence, our salaries are non-negotiable during the hiring process. We kindly request that you ensure that the salary we offer is within your income expectations before you apply.
Benefits
We also offer:
- 🚀Stock options package. All Bunny Studio team members receive Stock Options. The options package is determined based on your role and job level. All roles are eligible at Bunny Studio to have access to Stock Options, after completing their 90 days probation period, with the starting date being the date they joined the company.
- 🌍 Remote-first. Live and work from wherever you want. We’ve been a fully distributed remote company since our founding date. We work with team members from all over the world. We trust you to get your work done wherever and whenever.
- 🧘 Flexible paid time off. No upper limit to the number of days you’d like to take to recharge. These include paid sick leave and mental health days. We adhere to local rules on holidays in each country.
- 🩺 Health insurance. All Bunny Studio team members have access to paid medical health insurance. As a global remote-first company, we don’t have a universal provider, so we’ll coordinate directly with you on how to pay for it in your country.
- 🤝 Our commitment to professional development. Once you pass your probation period, we will agree on your tour of duty, which defines a successful working partnership explicitly: You assume the commitment of focusing your time and energy on our team to grow the company; we presume the commitment of investing in your professional growth so that when the time comes for you to leave our team, you’ll have the tools, experience, and network to achieve equal success elsewhere.
- 🤔 Education budget. You’ll have access to our education budget, from books to courses and coaching to in-person classes. We’ve built a comprehensive education framework and budget that you can use for your professional development plans.
- 👨🍼 Paid parental leave. 4 months (or 16 weeks) of parental leave. We’ve built an inclusive, gender-neutral parental leave policy for anyone expecting a child through birth, surrogacy, adoption, or foster child placement in their home.
- ✈️ Annual retreats. When we can, we meet in person for company get-togethers once per year.
- 🎂 Birthday cakes. Having the opportunity to wish you a happy birthday and celebrate the life of a great team member like you is a true gift. We will ensure you get your favorite cake, brownies, or other preferred celebratory food at your doorstep.
- 💻 Equipment. Laptop, keyboard, mouse, or trackpad, and noise-canceling headset to set you up for success from the get-go.
- 🖥️ Home office setup. If you opt to work from home, we offer an annual stipend of $400- to set up your home office.
- 📚 Free Kindle and books. Get a free Kindle during your onboarding and free books to get you started.
How we work
🙌 Our culture and values
Bunny Studio is a remote-first company with a close-knit team that spans 20 countries and five continents. Behind the platform, we celebrate diversity, individuality, and inclusion daily. We adopt a communicative digital culture that thrives on transparency, inquisitive learning, gifs, and emojis.
Our core values underpin how we work together day-to-day and the support we give to our customers and team members. We strive to empower our team members to be self-directed and self-motivated.
- Think critically: We’re reflective and open to challenges. We use data to comprehensively explore issues, ideas, and events with a customer-centric approach before accepting or formulating an opinion or conclusion. If our perspectives and assumptions are mistaken or incomplete, we acknowledge them and are willing to change what we are doing or believe in light of these critical insights.
- Learn continuously: We’re crazy about self-development and take every opportunity to learn. Every failure, victory, difficult conversation, and instance of feedback is a chance to learn and improve daily. When we fail, we take ownership of our mistakes, reflect on them and learn. When we succeed, we ensure we celebrate this and share our achievements with others.
- Assert and empathize: We’re candid in expressing our wants and needs while still considering the rights, demands, and wants of others. We make an effort to make ourselves understood by engaging in proactive communication. We ask questions when we are uncertain, speak up when having an opinion or idea, ask for help when we need it, question the status quo, and speak up when we feel reserved, embarrassed, or fear being wrong or upsetting. We are patient and receptive to other peoples’ viewpoints if a conflict should arise. We are committed to helping others achieve success.
- Innovate and adapt: We move forward with an adaptive mindset and are not afraid to do things differently or change how we do things. We thrive in environments of constant change and see opportunities where others see risk. Our mindset doesn’t depend on scale or resources; instead, we draw on our creativity and scrappiness for varied solutions and optimization of opportunities.
- Trust: We have a strong belief and confidence in our people and the organization’s integrity, reliability, and fairness. We bring the best of who we are to our work, take ownership in collaborating, cooperating, and contributing to achieving our mission, and ensure our customers have all the support they need to reach their creative goals.
- Consistently deliver memorable experiences: We are committed to excellence and are dedicated to raising the bar in making every user experience memorable. Our customers should leave happy even if they don’t buy from us. Clients and buyers should refer others to us, even if we didn’t fulfill their projects. Talents should be excited, even if they don’t pass our application process. Candidates for our job openings should love us and tell all their friends about us even if we don’t hire them. Team members should love Bunny Studio – its people, processes, technology stack, payroll, culture, and more – even after leaving our team. We should be passionate about delivering remarkable experiences.
Take a look behind the scenes at how we work. For more information on how we collaborate worldwide, check out our blog, We Are Bunny Studio.
Our commitment to diversity, equity, and inclusion
We aim to provide a multicultural experience and equal opportunities throughout the organization. You’ll work in an engaging and safe environment with zero tolerance for discrimination and harassment. We welcome applicants of any race, color, religion, age, sex, national origin, genetics, sexual orientation, gender identity or expression, or other characteristics.
What you can expect from our hiring process
- (async) Profile review
- Technical test: English test & Customer support test
- Interview with Juan Pedro Narancio, Customer Experience Lead
- Interview with Camila Guerrero, Customer Experience, Associate: Senior
- Interview with Juanita Casas, Director of Customer Operations
- Interview with Maika Hoekman, Head of People Operations
- Interview with Santiago Jaramillo, CEO
- Offer
Bunny Studio is growing. Hop with us!
If you are still unsure whether Bunny Studio is the right fit for you, have a look at our top 10 reasons to work at Bunny Studio. This top 10 list has been compiled after we asked our team members their top 3 reasons they give to their family and friends to explain why they love working with us ✨